Service Flashcards
Service (Definition)
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
How to achieve Value
True value is achieved through active collaboration between providers and consumers.
What is an Outcome?
A result for a stakeholder enabled by one or more outputs.
Risk
A possible event that could cause harm or loss or make it more difficult to achieve objectives.
- Consumers can contribute to the reduction in risk by making sure they communicate their requirements and constraints clearly.
What is Utility?
The functionality offered by a product or service to meet a particular need. FIT FOR PURPOSE.
What is Warranty?
Assurance that a product or service will meet agreed requirements. FIT FOR USE.
Co-Creating value
value can’t be created without Utility and Warranty.
What is Product?
A configuration of an organization’s resources designed to offer value for a consumer. Can be used by one or more service offerings.
What is Resource?
Something you own or have access to.
Service Offering (Definition)
A formal description of one or more services, designed to address the needs of a target consumer group.
Service offering may include
Goods / Access to resources / Service actions
- Not all are required or needed based on the service
Goods (Service Offering)
Something that is transferred from the supplier to the consumer, so the consumer takes ownership.
Access to resources (Service Offering)
Something that is granted or licensed to the consumer under specific terms and conditions, but ownership remains with the provider.
Service actions (Service Offering)
Actions performed by the provider to support the needs of the consumer.
Service Management (Definition)
A set of specialized organizational capabilities for enabling value for customers in the form of services.
